Ting Internet is a leading fiber Internet provider in the United States, delivering future-proof internet in over a dozen Ting Towns across the country. As part of Tucows, Ting is backed by outstanding resources and talent. This role of Customer Advisor, Residential Support Remote is an exciting opportunity to join a team that is passionate about delivering exceptional customer experiences.

Location

• Remote

Hours

• Flexible hours, including evenings and weekends and potentially 24×7 on a rotating basis

Role of the Job

As a Customer Advisor, Residential Support Remote, you will be the first point of contact for Ting’s residential fiber customers, providing real-time assistance across billing, service sign-up, order fulfillment, and basic technical support. Your goal will be to ensure a seamless customer experience by resolving common issues on first contact and helping customers get the most out of Ting’s services.

Main Responsibilities

• Respond to inbound calls from residential customers, delivering clear and efficient assistance on billing, orders, and service usage
• Process payments, issue billing corrections, and assist with plan updates using internal tools
• Enter and track service orders and installation appointments; follow up to ensure completion
• Troubleshoot common service and connectivity issues using guided workflows
• Guide customers through account access and the use of self-service tools
• Escalate unresolved or complex issues to the Care Advisor II team with clear case documentation
• Accurately log all interactions and actions in internal CRM and ticketing systems

FAQs

• What skills do I need for this role?

You need strong verbal communication skills, a clear and professional tone, and the ability to multitask in a real-time support environment.

• What kind of experience do I need?

Basic understanding of customer account management, internet service concepts, and troubleshooting logic is required.

• Is prior experience in telecommunications or customer care necessary?

Prior experience in telecommunications, ISP, or customer care roles is preferred but not required.

• What are the working hours?

The role requires flexible hours, including evenings and weekends and potentially 24×7 on a rotating basis.

• What kind of benefits does Ting Internet offer?

Ting Internet offers a total rewards package that includes fair compensation and generous benefits.

• How do I know if I’m a good fit for this role?

If you are passionate about delivering exceptional customer experiences, are comfortable with technology, and enjoy problem-solving, this role might be a good fit for you.

• Can I work from home?

Yes, this role is remote, and you can work from home.

• What is the salary package?

The hourly pay for this position is based on an annualized range of $45,000 – $52,000 CAD for Canadian residents or $46,000 – $53,000 USD for US residents.

• What kind of tools will I use?

You will use internal tools to process payments, issue billing corrections, and assist with plan updates.

• How do I escalate unresolved or complex issues?

You will escalate unresolved or complex issues to the Care Advisor II team with clear case documentation.

• What kind of documentation is required?

You need to accurately log all interactions and actions in internal CRM and ticketing systems.

• How does Ting Internet support diversity and inclusion?

Ting Internet is committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Salary package

• $45,000 – $52,000 CAD for Canadian residents or $46,000 – $53,000 USD for US residents

Required document

• Resume/CV

How to apply

To initiate the application process, kindly submit your application below.

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